ComplaintsforJacksonville Electric Authority

Electric Companies

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
06/10/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I received a notice in the mail that I had a deposit increase of $300 on my account out of the blue in April. The deposit increase was a result of their "internal credit scoring" and my accounts score dropping below a certain threshold. JEA holds a monopoly over all of jacksonville sp they do what they want with their fees and absolutely refuse to work their customers when you reach out. It is an awful practice to penalize your customers who are already strugglingto keep up. the only alternative I was given to keep my service was to go to a pre-paid electric option they offer and have my future payments reduced by 35% to cover my outstanding bill. Ie pay $100 get $65 in credit. There is absolutely no way around using JEA in *********** I want my service restored to an actual account without a ridiculous deposit increase.
Business response
06/13/2024
We made contact with ************************* and have agreed to connecting via phone Monday June 17.
Business response
06/17/2024
I was able to contact ************************* this morning, to explain that the deposit increase is based on his JEA internal credit score and his average bills. He was appreciative that I called. However, just wanted the increase removed. Explained, we are not able to remove the deposit increase.
Initial Complaint
06/07/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have been trying to call this company for so long. They never pick up the phone, It puts me on hold for over an hour. I reached out on ******** only to be told "we pulled up your account and you never closed your account so we charged you til it was switched over" THEY NEVER pick up the phone. On top of this, I am not able to get electric set up for over a week and nobody is able to help me. It tells me to call a number, where they never pick up. I can not get electric and this is unethical on their part. I believe they owe me for the time I can prove I did not even live in the apartment by the apartment company to the point of needing electric now. The apartment complex needs to pay them. Not me.
Business response
06/12/2024
Called ***************** at phone number listed on BBB complaint and JEA account. Left voicemail advising of JEA customer service hours to start service over the phone. Due to not speaking to customer unable to schedule start of service.
Initial Complaint
05/28/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Account Number ********** Account Name: ********************************* Authorized: ********************* I have been complaining about this outrages way of billing me since 8/2023. called more than i can count. My bill from $480, $500, $681, $800, $1800.... bill for water and electricity and me paying $400 dollars every two weeks, in almost every cycle. I demand then to show you my payment history.... you would cry, I tell you .... some months I paid $400 and $300 every two weeks. After many complaints, they finally came and they stated that my projected bill supposed to be $275.00 per month this was stated by their own inspector and his report. They stated that my water was not adjusted properly so he came and fix that and me submitting several complaints and two adjusting reports- Still I'm paying more to JEA than my rent. NO CREDIT has been issued. I buy candles and turn off the ** to save money... This is out of this world!!! I'm a single mother with two children one income- trying to be a good ******* of the finances I have and I have to decide between food and electric bill- although I'm paying every time they disconnect my lights 3 times already..... These are illegal practices... They are not helping the customers- something must be done immediately - They promised to credit me some of the money after the inspector came- but they never did anything- Try to contact the lady that contacted me in the past, that was mission impossible!!! customer service never returned by phone calls. Maybe an investigation should be open- I don't have money to pay this any more---------------------------------- I seriously need help.... I need them to credit me for all the months they ignore my issues and to do it immediately.... And to give me a sec bill for 275 as the reported states... SO i can have a normal bill... THAT"S WHAT I ASKED- GIVE ME SOME OF THE MONEY B**K AND PUT MY BILL SET TO A PRICE- I CANNOT PAY this every day- Documents can be provided upon request.
Business response
05/30/2024
Spoke with ********************* about the efficiency appointment stating Irrigation Controller-Set For ********************** An adjustment form was completed and submitted. The adjustment is pending to be worked until 05/31/24 for a decision on the adjustment.
Customer response
06/05/2024
The problem was not resolved.
The business only contacted me to gather information but no follow not resolution was stated nor made.
Business response
06/08/2024
An efficiency appointment was completed at ************** on 05/07/2024. The technician identified the irrigation controller was set up for multiple start times. It was set up for 4 start times twice a week. The technician reduced the start times to help with the amount of water being used and identified the **** system had poor temperature. A courtesy adjustment, which is available to all JEA customers when they experience excess water use, was completed. The adjustment on the bill was for $54.47.
Initial Complaint
05/20/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Overcharging on deposit by $250 due to previous residents' usage. Plus, upon establishing new address I did pay $150, and they billed me $300, and they want to charge 1.5% late fees.
Business response
05/30/2024
Thank you *****. I just heard from one of my team members and she has called but did not make contact. I have advised my team to make sure they are notating it as they call.
Business response
05/31/2024
Called *************************** several times and left message to calls us back to discuss her concern. Also, sent an email to advise we have attempted to make contact with her.
Customer response
06/04/2024
6.4.24
DEAR BBB
I JUST RECEIVED the response of the BBB Today.
While I'm almost sure and if not I'm OK with being corrected... "IT IS NOT THE BUSINESS OF JEA TO CALL ME AND CHAT WITH ME ABOUT MY ****" concerns
(plus it is not a "bill concern" it is factual that they have over charged me concerning the bill and the required deposit amount plus late fees)... AND I'M NOT SURE ... I DONT THINK THEY HAVE MY EMAIL ADDRESS IF SO, I TODATE HAVE NOT RECEIVED ANY EMAILS FROM JEA. I BELIEVE BY LAW IT IS THE BUSINESS OF JEA TO SEND TO ME BY ORIGINAL AGREEMENT TO 'SEND' ME MY PAPER ****, (not phone calls) AND TODATE THEY HAVE NOT DONE SO (JUNE 4, 2024) PLUS ANOTHER IMPORTANT ISSUE IS THAT SINCE THEY 'DID NOT' SEND THE **** PRIOR TO 5.22.24 THEY WILL TRY TO CHARGE ME WRONGFULLY THE 1.5% LATE FEE. I've been diligently looking for my paper bill in the mail daily SINCE 5.21.24 and have not received it yet. Please Require of them to send the bill in the mail. Thank You
Customer response
06/05/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 21736158
I am rejecting this response because:
DEAR BBB
I JUST RECEIVED the response of the BBB Today.
While I'm almost sure and if not I'm OK with being corrected... "IT IS NOT THE BUSINESS OF JEA TO CALL ME AND CHAT WITH ME ABOUT MY ****" concerns
(plus it is not a "bill concern" it is factual that they have over charged me concerning the bill and the required deposit amount plus late fees)... AND I'M NOT SURE ... I DONT THINK THEY HAVE MY EMAIL ADDRESS IF SO, I TODATE HAVE NOT RECEIVED ANY EMAILS FROM JEA. I BELIEVE BY LAW IT IS THE BUSINESS OF JEA TO SEND TO ME BY ORIGINAL AGREEMENT TO 'SEND' ME MY PAPER ****, (not phone calls) AND TODATE THEY HAVE NOT DONE SO (JUNE 4, 2024) PLUS ANOTHER IMPORTANT ISSUE IS THAT SINCE THEY 'DID NOT' SEND THE **** PRIOR TO 5.22.24 THEY WILL TRY TO CHARGE ME WRONGFULLY THE 1.5% LATE FEE. I've been diligently looking for my paper bill in the mail daily SINCE 5.21.24 and have not received it yet. Please Require of them to send the bill in the mail. Thank You
Regards,
***************************
Business response
06/06/2024
Hello,
JEA has made several attempts to contact *************************** at ************ and left a message during the final attempt. The bill was mailed to the mailing address ****************************** We have changed the mailing address to **************** and generated the duplicate of the last 2 bills to be mailed out. We will be removing the late fee once the payment is made. The deposit is requirement depending on the customers credit history. If there is a different number we can contact ***************************, we can explain this or the information can also be found on JEA.com under Residential Forms and Policies.

We also have a prepaid service where the customer does not have to pay a deposit. The customer will not receive a monthly bill as this is a pay as you go program. We hope this has addressed all the concerns listed.
Thank you
Customer response
06/13/2024
June 12, 2024

Dear BBB,

I think that we should address ******************************************** DIRECTOR, CUSTOMER REVENUE a ********************** Representative

First Allow me to say, the Majestrates Officers would first be interested to learn that I believe that I have Excellent CREDIT at JEA of over a "14 year history". I have never had a turn off notice and always pay my electric bills on time.

As I re-activated my services this year April 2024 as walking in, the customer service rep stated that the service at 753 Crestwood usage is approximately 300$ per month and I stated that it is not possible to charge me a 300$ due to a previous owners usage. She stated that in order to obtain service that day, that I would have to pay in the minimum of 150$ WHICH I DID... and that I would be billed the BALANCE OF 150$

Also, What will be interesting for the Majestrates Officers to know is that

2. There are "No Cooling Or Heating Devices" (vents) at this above address... it is a very old dwelling without modern accommodations

3. The 150$ that *I paid on the activation day, is not Showing anywhere on the billing statement

4. I did submit an original copy of my payment to bbb

Also, I did ask of JEA for an extension if which I do not think that a disconnect notice can be given *before 90 days of the original contract because JEA themselves state that and extension cannot be given before the 90 day policy

being denied for this reason is an unfair practice.

Also, JEA states that they have been contacting me by phone prior to sending me my bill (which caused them to try to bill me a late fee of which now they state that they will remove the late fee)... this too is an unfair practice... JEA 'can not' go outside of the boarders of our original contract. Even according to their own written policies on the billing statement page 2 of 2 ... states the application and contract for services ... JEA of rendering of a bill constitutes contractual agreement (not phone calls)... which is the type of billing services that I requested a "written" billing contract beginning in April.

I'm not sure why JEA has place a 300$ charge *as part of my bill*? the 300$ was stated for a *deposit only (of which I did pay 150$ upon opening the account and do have the receipt and it is not reflective to date on my bill) not as my bill usage. (I think it's more like a untrue bully charge due to them being the only electric servicer) when it's not true my actual bill usage per month is approximately 70$ and my bill should not reflect my deposit to try to disconnect my services (undue practice)... well one may say, what's the big deal of a untrue 300$ deposit turn off ... well it seems like a small amount however, if this bullying practice happens daily to let's say, *********************************************************************** high $ gain to the company.

The Majestrates Officer will also ask 5. Did I ask JEA for a waiver for the balance of 150$ for the deposit and I'd like to request of them today to waive the Balance of the deposit. And 6. The Majestrates Officers will ask if I asked JEA for an extension of 22 days which is their normal cycle session of my actual usage approximately 140$.

Thank You for forwarding this written actual account of my ********************** account of which they are stating this is a concern ... it's not a concern it's an accurate account of their untrue treatment... but I say, what can man do unto me... The Lord, is on my side.

deniece

jea account number

********** (14 years)

Good Paying Customer
Initial Complaint
05/07/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am writing to address the distressing discovery that you have been sharing my nonpublic information with credit bureaus, resulting in inaccurate reporting on my credit profile. This violates my privacy rights under 15 USC 1681 section 602 and 15 USC 1681 Section 604 A Section 2, which mandates written consent for such actions.Your inaccurate reporting, including incorrectly labeling timely payments as late, has caused significant financial and emotional distress. I demand immediate corrective action and cessation of unauthorized information sharing. I also seek compensation for damages incurred.Please rectify this matter promptly. My account number is ***************
Business response
05/07/2024
JEA called ******************* on May 7, 2024 concerning the balance on his account. The customer did confirm his identity and that he was aware of the broken agreement which left the unpaid balance on the account. While speaking with the customer, the call was lost. We called the customer back and left a voicemail advising of ways to make a payment and how to view previous bills on his JEA profile.
Initial Complaint
03/12/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am writing to file a formal complaint against JEA regarding the disconnection of my solar panels service. The incident occurred in March of 2023 when JEA personnel arbitrarily switched off my solar panels without any valid reason. Since then, I have been relentlessly trying to have the service reinstated, but to no avail. Despite numerous attempts to contact JEA and schedule appointments for reconnection, their response has been consistently inadequate. They have provided a plethora of excuses and delays, making it exceedingly difficult to resolve the issue. Despite booking appointments, JEA representatives have failed to show up, leaving me stuck in a frustrating cycle of unfulfilled promises. This lack of accountability and disregard for customer service is unacceptable. As a consumer who relies on solar energy for my household, the prolonged disconnection has not only caused inconvenience but also financial strain. I urge the Better Business Bureau to investigate this matter thoroughly and compel JEA to take immediate action to rectify the situation. Furthermore, I request appropriate compensation for the inconvenience and financial losses incurred as a result of JEA's negligence. Thank you for your attention to this matter. Sincerely
Business response
03/14/2024
JEA spoke with customer on 3/13/2024 concerning lock on solar panels. JEA meter specialist went out physically to location and determined the lock in question does not belong to JEA. Customer was advised the lock was placed by other and a private issue. JEA has updated customer account to reflect the electric that is purchased by JEA from the customer's solar panels.
Initial Complaint
03/06/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have two separate accounts with this company for two different properties: **************************************************************** and *****************************************************************. I requested the accounts to be separated, they told me this could not be done. I had two returned payments as a result of them overcharging and taking the funds for both accounts from the same account when I requested to have the accounts split so I can place them into two different accounts as I have other bills coming out for each property. In addition, they placed me on a "Cash Only" payment plan. I cannot set up automatic payments and have to log on to their website and process the payments through a third party vendor every month. I called to get this adjusted, they advised me that they would look into it. Tonight I received an email stating that an additional $344.00 "deposit increase" will be added to next months bill. This is not the first time this company has added illegal "additional fees" to my account. I have previous complaints on charges to the 59 Cloverbrook location that they refunded after I filed the complaint with BBB. I am requesting both accounts split and be set up on Auto Pay and the additional fee of $344.00 on next month's bill removed. I expect a resolution from the company to avoid further legal action.
Business response
03/07/2024
CALLED AND SPOKE TO *********************** AND WENT OVER ADRESSES WERE SPLIT BETWEEN 2 ACCOUNTS AS REQUESTED AND INTERNAL CREDIT SCORE AND CASH ONLY POINTS WERE RESTORED. THE DEPOSIT WAS ALSO REMOVED AS WELL. CUSTOMER WAS SATISFIED WITH OUTCOME.
Initial Complaint
03/04/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Jea contacted me stating I had a water leak. I had it checked and was no water leak and they made me pay over &700 dollars for a supposedly having a water leak when I did not. When I called them to make them aware they stated they were not able to help and asked if I wanted to set up payment to pay the bill in half. I was very disappointed and highly upset with the fact they straight lied about my water leak and raised my bill. When the next months after my bill was back down again with NO water leak what so ever!!! I was scammed into paying more than normal over something they stated I NEVER had in the first place.
Business response
03/05/2024
I spoke to *************************** and an adjustment was approved from the water leak in May and June. She was extremely satisfied with the outcome.
Initial Complaint
02/14/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Jan 24, 2024 I called JEA to start new services. I gave them my personal information and they stated they couldn’t not verify me. I called a few times to get different reps and it was the same result. They informed me that I will need to come into the office and verify my identity that was the only way. I informed them that I do not live in Jacksonville and that would be impossible. I called again and same results on Jan 25,2024. This resulted in cancelling my move to Jacksonville and getting a storage unit and an AirBnB because I had to be out of my apartment by 1/31/2024. I created a Google review about the incident (they deleted their Google account on 2/13/2024) and they reached out stating I could email them to resolve the matter. I took 2 weeks to do it because I was trying to figure out my current situation. I have no home because of them. I emailed them 3 times this month which I provided the requested information and 2 follow up emails. No response. I called again on 2/12/2024 and the same results. Come into the office. I would have to spend money on a flight, hotel, and rental car to travel there to get my lights cut on. My travel fees will be over $1000. What I need is someone who is competent to call me to setup my account. This all that I’m asking.
Business response
02/14/2024
We were able to contact ****** *****, confirm her identity and schedule her start service for next Friday 02/23/2024. She was happy we were able to complete the start process.
Customer response
02/20/2024
JEA did call me 30 mins after I submitted the compliment. ******* at JEA was professional and competent and resolved the issue within 30 mins. They were able to verify me over the phone and setup my account.
Initial Complaint
02/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
A JEA technician visited my house in December asking about my water meter. I showed him the meter, he poked around a bit and left. Two days later, I receive my December JEA bill showing triple the water usage of the previous month. I knew this was incorrect because we had a good amount of rain that cycle and therefore didnt run the irrigation system. I tried calling JEA for weeks but couldnt get through (were experiencing wait times in excess of 15 minutes). I paid the bill in full.Two weeks ago, I finally reached a JEA agent and discussed the issue. She confirmed that my meter was broken and it would be repaired/replaced soon (to date, I haven't seen a technician). She also said a reimbursement would be applied to my account (I haven't seen that either.)WHY IM UPSET If JEA knew my meter was broken, why wasnt I notified? And why wasnt a reimbursement offered BEFORE I called and complained?
Customer response
02/21/2024
I received my February bill from JEA. There are 20 items listed as "other activities" ... 10 water service adjustments (deductions) followed by 10 water service "re-bill" items. Essentially, the adjustments and re-bills amount to ZERO. I called JEA on 2-14-24 to question this and ask why I haven't received my adjustment for the faulty meter reading in December. The agent couldn't answer my question ... blindly reciting the "other activities" listed on my bill. I asked if I could speak with a manager. She put in the request and assured me I'd hear from someone in 48 hours. That was 7 days ago.
No adjustment. No new meter. No call from a manager.
JEA ... Building Community. Yeah right.
Business response
03/04/2024
************** was called on 02/16/2024. Manager left a message with her contact information. There are no notes of ************** calling back. I called today and left a message with my number. The meter was not providing daily reads. Office estimates were made. When meter was read manually, ************** received the consumption that was not billed in initial bills. We can set up an appointment to have someone come to his house to determine where the excess water may be coming from. Also, we have adjustments that can be provided for high use or if there is a leak identified and repaired.
Customer response
03/05/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 21281570
I am rejecting this response because:
I did not receive a voice mail or show any record of a call from JEA (My cell number is ************). I would still like to talk to a manager about this issue.
Applying water usage from a previous year is not fair. My usage was much lower in December 2023 due to ample rainfall. Check the previous month ... (Nov 2023). My usage was about 1/3 of what JEA charged me in December.
You can send someone to the house, but I doubt they will find a leak because my usage is not consistently that high.
Regards,
*******************
Business response
03/05/2024
I called again today at 2:48pm. After one ring, it went to voicemail. It starts with "Hi this is Phil...." I let a message with my name and contact number.

Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Business response

Business response

Customer response

Business response

Business response

Business response

Customer response

Customer response

Business response

Customer response

Business response

Business response

Business response

Business response

Business response

Customer response

Customer response

Business response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary